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Insert keyboard key images into your help manuals and documentation

Posted by Dennis Crane on March 23, 2010 at 6:03 pm
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There are two common ways to describe a sequence of key pressings in your software help documentation: The first one is like this Press Ctrl+Shift+F to flag the record. The second one is like this + + = Flag the record If you prefer the second approach then these two resources will be helpful to [...]

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You’ve likely lost many e-mails in 2010!

Posted by Dennis Crane on January 12, 2010 at 5:08 am

If your host uses Spam Assassin to protect your mail box from SPAM then read this post! We use Spam Assassin on our host to filter out SPAM. Recently, it was discovered that the Spam Assassin had a bug. It added extra 3.4 SPAM scores to ALL e-mails dated 2010 or later. I’m afraid we [...]

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Does the good documentation increase the load of technical support?

Posted by Dennis Crane on May 14, 2009 at 8:51 am

Scott, an ISV-entrepreneur, on BoS forum has recently complained that since their company had reached a new level of technical documentation the number of service requests grew up. That’s an interesting effect! Scott wrote: Two reasons for this, based on feedback from customers seeking support: 1. Documentation is now so comprehensive that it is intimidating. [...]

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How to Notify Your Customers About Software Update Safely

Posted by Dennis Crane on March 11, 2009 at 9:01 am

If you have ever released an update of your software product then you likely faced the problem of notifying your existing customers about the update. In this post I’d like to give a simple yet very important advice how to notify your customers properly. Releasing the upgrade is a very important task. After several months [...]

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7 Steps to Speed Up Your Software Technical Support Tasks

Posted by Dennis Crane on May 5, 2008 at 4:17 am

This post is written by our special guest, Nikolay Tyushkov. Nikolay is an owner of Softvoile. The most known software titles by Softvoile are Flashpaste – an utility for managing and quick pasting text templates, and Clipdiary – a free utility for keeping the clipboard history. As a veteran of ISV business, Nikolay has great [...]

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Implementing Uninstall Feedback with Inno Setup

Posted by dennis on January 23, 2008 at 9:28 am

There are problems in your software! Otherwise your “demo installations / orders” ratio must be 100%, is it? If it’s 100% don’t read this post and write your own one about how you achieved this. People are lazy and they will hardly write you by e-mail about problems they have with your program. They likely [...]

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